To protect your business and the integrity of the Flodesk platform, it may be necessary to pause your service for review if we detect a high volume of negative activity in your account.
Negative activity in your Flodesk account can permanently damage your sender reputation and deliverability rates. Your sender reputation is determined outside of Flodesk and follows you to any email marketing platform you use.
Ongoing negative activity on your sender reputation can even lead to your website being blacklisted by security platforms across the internet.
Flodesk is dedicated to providing a reliable service to our members and to their subscribers. As Flodesk facilitates mass emailing, we’re required to follow industry privacy regulations and anti-spam laws. Reviewing accounts helps us stop phishing, spamming, and other malicious activities that can result in poor deliverability rates across our platform.
What happens to my Flodesk account while it’s under account review?
While your account is under review, some account features are disabled:
Emails and test emails will not send.
Workflows will not send, active subscribers may be moved to the end of your workflow and show as ‘completed’.
Forms will not collect subscriber data and this data will not be stored in the backend.
New CSV list uploads will be delayed until your review is resolved.
Is there anything you can do to speed up the process?
There are a few steps you can take to help speed up your review.
Fully respond to the survey sent to your account email address.
We can’t start your review until we receive your survey responses.
If you have not received a survey at your account email address, please be sure to check any spam or junk folders. If you are still unable to locate it, please contact ussupport[@]flodesk.Complete your basic account setup by adding a valid mailing address and domain email to your account.
We have a detailed guide here on Setting up your Flodesk account.Verify your domain.
We have a detailed tutorial here on how to Authenticate your Domain via DKIM.If you’re using lists collected outside of Flodesk, be sure your lists include complete opt-in records so we can verify marketing permissions.
Learn more about what needs to be included in your CSV to bring it to Flodesk here: How do I move my subscriber list from my old provider to Flodesk?
Note: Account Reviews are not related to your payment status. If you’re in a free trial, or your paid subscription has expired, purchasing a subscription will not restore your account.
Note: Registering for new accounts while your existing account is under review can lengthen the activation process or lead to account suspension.
Common reasons why we review accounts:
Negative account activity either over a period of time, or on a single email.
This includes, bounces, unsubscribes, spam complaints, and other performance metrics.Abuse reports from spam monitoring organizations or direct abuse reports.
Sending prohibited content.
Using lists that aren't compliant with our permission guidelines.
Other unusual activity commonly associated with spamming or phishing.
Account Review Process and Timeline Overview:
Our system detects unusual activity in your account and pauses it automatically for your protection. A survey is sent to your account email address to collect information from you.
You complete the review survey sent to your account email address.
A live team reviews your survey responses and account within 2 business days. Some accounts can be restored based on the survey responses alone. Others will require additional action from you.
If your account requires action on your end to restore it to good standing, we’ll email your account email address with instructions.
We actively await your resolution for 10 business days. Once you complete the instructions provided by our team, your service will be restored within 1 business day.
In the event that you’re not able to resolve your review within 10 business days, your account will become inactive and we’ll issue any appropriate refunds.
Note: Even after your account becomes inactive due to an unresolved review, you can still resolve your review and restore service at any time. If you do so, be sure to let us know by emailing us at support[at]flodesk.com.
Note: If you need any assistance resolving your review, you can reach us at support[at]flodesk.com. However, Flodesk Support is not able to restore your account or bypass the instructions provided by our Review Team.
Let’s sum it up!
Flodesk reviews some accounts for unusual activity to protect our members and our platform.
This is a standard security process that can take 1 to 10 business days from the time you complete your survey, however, you’re welcome to resolve your review at any time.
Complete your review survey as soon as possible and our team will email you to let you know if we need anything else from you in order to restore your service.